Assistant Manager, Collection

CompAsia Sdn Bhd; Petaling Jaya; On-site; MYR 90,000 - 130,000; Full time

Job summary

CompAsia Sdn Bhd is seeking an Assistant Manager – Collection to support Head of Group Revenue & Collection in strengthening end-to-end collection operations in Malaysia. The role focuses on improving collection performance, reducing overdue accounts, and ensuring effective follow-up across delinquency stages.

The successful candidate will lead a team of Collection Officers, manage high-value accounts including MDM/device-related cases and fraud-related follow-up, coordinate with internal

Qualifications

• Bachelor's degree in business, finance, or related field.
• Experience in collection/debt recovery and managing a team.

Responsibilities

• Manage and monitor daily Collection operations and ensure adherence to workflow.
• Lead, coach and review Collection Officers/Agents on performance and targets.
• Oversee high-value/big-ticket accounts and escalated delinquency cases.
• Coordinate with internal teams and external DCA partners.
• Drive process improvements and automation including AI collection initiatives.

Skills

Team leadership

Credit collection

DCA management

Big-ticket accounts

Process improvement

AI collection

Stakeholder management

Policy compliance

Reporting & analytics

Education

Bachelor's Degree in Business Administration

Bachelor's Degree in Finance

Tools

CRM systems

DCA platforms

Job description

The Assistant Manager – Collection is responsible for supporting the Head of Group Revenue & Collection in managing and strengthening the Company's end-to-end collection operations.

The role will focus on improving collection performance, reducing overdue accounts, strengthening collection discipline and ensuring effective follow-up across all delinquency stages.

The Assistant Manager will manage collection staff, monitor daily productivity and performance, handle high-value and complex delinquent accounts, coordinate with internal stakeholders and external Debt Collection Agencies (DCA), and support the implementation of collection strategies, digital/AI collection initiatives and process improvements.

The role also requires strong hands-on involvement in big-ticket accounts, MDM/device-related cases, fraud-related follow-up, escalated customers, payment arrangements and difficult recovery cases.

2. KEY RESPONSIBILITIES

A. Collection Operations Management

Manage and monitor the daily operations of the Collection team.

Ensure all overdue accounts are followed up according to the Company's collection workflow and dunning strategy.

Monitor collection activities across different delinquency stages, including MIA0 to MIA5+.

Ensure collectors complete the required daily contact attempts, follow-ups and payment arrangements.

Monitor customer commitments and ensure Promise-to-Pay (PTP) cases are followed through until payment is received.

Review daily collection performance and identify accounts requiring immediate escalation.

Ensure collection activities are conducted consistently, professionally and in accordance with approved Company policies and procedures.

Identify operational gaps and take immediate corrective action.

B. Team Management & Performance

Lead, coach and monitor Collection Officers/Agents on daily performance.

Set clear individual and team collection targets.

Monitor productivity, contact rate, collection amount, recovery rate, PTP conversion and PTP kept rate.

Conduct regular performance reviews with team members.

Identify underperforming employees and implement appropriate improvement actions.

Provide coaching and on-the-job training on collection techniques, negotiation, customer handling and escalation procedures.

Monitor attendance, punctuality, productivity and work discipline.

Ensure adequate manpower allocation based on portfolio size, delinquency level and collection priorities.

Monitor the Company's overdue portfolio and ageing movement.

Analyse delinquency trends and identify high-risk accounts.

Prioritise accounts based:

• Delinquency ageing
• Customer risk
• PTP status
• Device/MDM status

Ensure early-stage delinquent customers are contacted promptly to prevent further ageing.

Drive appropriate escalation for long-outstanding and high-value accounts.

Monitor account movement from in-house collection to DCA based on approved policy.

D. Big-Ticket & Escalated Accounts

The AM will personally manage and/or closely supervise selected high-risk accounts, including:

High outstanding/big-ticket customers.

Repeated broken PTP cases.

Customers who are difficult to contact.

Customers disputing their contractual obligations.

Customers refusing to pay or surrender the device.

Cases involving potential fraud, misuse or third-party possession of devices.

The AM should personally intervene where normal collection follow-up is insufficient.

E. MDM, Device & Fraud-Related Collection Cases

Monitor cases involving MDM/device lock, lost mode and device-related recovery actions.

Follow up cases where customers have sold, transferred or handed over devices to third parties without settlement.

Coordinate with relevant internal teams on MDM and device status.

Follow up with both customers and third parties where appropriate and within approved Company procedures.

Ensure customers are clearly informed of their contractual obligations and available resolution options.

Escalate potential fraud or serious breach cases to the relevant internal stakeholders for further action.

Maintain proper documentation and evidence for escalated cases.

F. DCA Management

Coordinate and monitor external Debt Collection Agencies.

Monitor DCA allocation, recovery performance and account movement.

Review DCA performance against agreed targets and service requirements.

Ensure DCA activities comply with Company's approved procedures and applicable requirements.

Conduct regular performance reviews with DCA partners.

Identify poor-performing accounts/agencies and recommend corrective actions.

Support onboarding, allocation and performance monitoring of new DCA partners.

G. Payment Arrangement & Recovery

Review and approve payment arrangements within the delegated authority.

Monitor PTP commitments and broken promises.

Ensure appropriate follow-up on customers with partial payments or repeated payment failures.

Support restructuring or settlement arrangements where permitted under Company policy.

Ensure any exception or special arrangement is properly documented and approved.

Focus on sustainable recovery rather than simply obtaining short-term commitments.

Handle escalated customer cases involving payment disputes and collection complaints.

Support difficult negotiations with customers.

Ensure customers receive clear and accurate information regarding:

• Payment obligations
• PTP arrangements
• Consequences of continued default
• Available resolution options

Ensure communication remains professional, firm and compliant with Company guidelines.

I. Reporting & Performance Analysis

Prepare and/or review regular collection reports covering:

• Daily collection
• Monthly collection
• Collection achievement vs target
• Recovery rate
• Outstanding portfolio
• Contact rate
• PTP amount
• PTP kept rate
• Collector productivity
• DCA recovery
• Big-ticket recovery
• MDM/device cases
• Escalated cases
• Collection trend and forecast

Provide meaningful analysis to the Head of Group Revenue & Collection and recommend corrective actions.

J. Process Improvement & Automation

Identify gaps in the existing collection workflow and recommend improvements.

Support implementation of collection automation and digital communication channels.

Work with Technology, Product, Operations and other stakeholders on collection-related system enhancements.

Support AI Collection / automated collection initiatives, including testing, workflow design, monitoring and performance analysis.

Review AI collection results against human collection performance.

Recommend suitable accounts and delinquency segments for automation.

Ensure automated collection workflows are properly monitored and escalated to human collectors when required.

K. Policy, SOP & Governance

Ensure Collection SOPs and workflows are properly implemented.

Assist in developing and updating:

• Collection SOP
• PTP process
• MDM/fraud follow-up process
• Customer communication templates

Ensure team activities are properly documented and auditable.

Support internal audit and management reviews when required.

L. Cross-Functional Collaboration

Work closely with:

• Head of Group Revenue & Collection
• Finance
• Legal
• Technology
• Operations
• Risk/Compliance
• External DCA partners
• Other relevant stakeholders

to resolve collection issues and improve overall cash recovery.

3. PEOPLE MANAGEMENT

The AM is expected to:

Directly supervise Collection staff as assigned.

Conduct regular team briefings.

Conduct coaching sessions.

Review poor-performing staff and prepare improvement plans.

Maintain discipline and attendance standards.

Develop staff capability and collection skills.

4. AUTHORITY & ACCOUNTABILITY

The AM is accountable for:

Daily execution of Collection operations.

Team productivity and discipline.

Follow-up of high-risk accounts.

Escalation of serious delinquency cases.

Accuracy of collection reporting.

DCA performance monitoring.

PTP and payment arrangement follow-up.

Big-ticket recovery.

MDM/device-related collection follow-up.

Supporting the Head of Group Revenue & Collection in achieving the overall collection target.

Any activity outside the AM's delegated authority must be escalated to the Head of Group Revenue & Collection or relevant approving authority.

5. REQUIREMENTS

Education

Bachelor's Degree/Diploma in Business Administration, Finance, Accounting, Banking, Management or related field.

Relevant professional experience may be considered in lieu of formal qualifications.

Experience

Minimum 3–5 years' experience in Collection, Credit Control, Debt Recovery, Banking, FinTech, Consumer Finance, Telco or related industries.

Experience managing a collection team is preferred.

Experience handling delinquent/high-value accounts is preferred.

Experience managing DCA vendors is an advantage.

Experience with digital/AI collection, CRM or collection systems is an advantage.

Your application will include the following questions:

• How many years' experience do you have as a Collections Manager?